Customer Experience Coordinator

Odyssey House Inc.•Salt Lake City, UT

8d•Onsite

About The Position

Odyssey House is looking for a Customer Experience Coordinator to join our Admissions Team! Odyssey House's Mission is "Empowering people to heal and build better lives." We are dedicated to helping individuals and families reclaim their lives through effective substance abuse treatment, prevention, and mental health services. Our programs address education, job skills, healthcare, sober housing, behavioral management, and aftercare support to ensure lifelong success. We are proud to be the largest treatment provider in Utah, with the most innovative programs available. ‘We Are Recovery,’ and we mean it with all our hearts.

Requirements

Strong analytical skills with the ability to interpret data and draw actionable insights.
Excellent organizational and project management skills.
Proficiency in data analysis tools and software.
Strong communication and presentation skills.
Ability to work collaboratively with cross-functional teams.
Willingness to travel as required for alumni engagement events and program management.
Adherence to Odyssey House mission, philosophy, and scope of service.
Adherence to Division of Human Services Code of Conduct and all other relevant service contract requirement standards.
Ensuring a safe environment for all clients and staff.
Providing exemplary customer service to both internal and external customers.
Fostering a positive work environment.
Ensuring high-quality client care within the scope of the assigned position.
Clearly understanding roles and responsibilities regarding: Specific job position, time management, personnel file requirements, client record system, incident reporting, mandatory training requirements, maintaining proper client boundaries, and individual rights of clients and staff.

Nice To Haves

Prior experience in customer experience management or related roles is a plus.

Responsibilities

Coordinate the execution of feedback collection mechanisms, including surveys and town halls, to gather valuable input from customers and clients.
Manage the organization and secure storage of collected customer and client feedback data, ensuring data integrity and compliance with privacy regulations.
Assist in analyzing feedback data to identify key insights and trends that can inform decision-making and improvements in customer experience.
Compile data analysis reports based on customer feedback for the CXO's review, presenting findings and recommendations clearly and concisely.
Collaborate in creating presentations outlining strategic plans derived from feedback insights, working closely with cross-functional teams.
Assist in tracking customer service metrics and preparing performance reports to assess the effectiveness of customer experience initiatives.
Coordinate with the alumni program team to organize engagement events and activities, fostering a sense of community among alumni. Some of these events may require occasional travel.
Assist in managing communications with alumni and tracking engagement levels to strengthen alumni relationships.
Manage the JETS Junior Executives program with guidance from the CXO, including organizing mentoring sessions and providing training resources. Occasional travel may be required for this aspect of the role.
Serve as a point of contact for current and past clients who are in distress and need additional support, providing empathetic and timely assistance.
Support the CXO in assessing the progress and needs of Junior Executives, helping them develop essential skills.
Research and compile relevant best practices in customer experience management to continually improve organizational strategies.
Assist in organizing learning opportunities such as webinars and workshops for staff to enhance their customer service skills.
Help in documenting collaboration outcomes and action items for follow-up, ensuring that initiatives are effectively executed.
Assist in reviewing customer interactions to ensure alignment with the organization's brand values and customer experience standards.

Benefits

medical, dental, life, and disability insurance, flexible spending account, retirement plan, paid leave, employee assistance program, and education assistance.
Comprehensive medical, dental, vision, FSA, and long-/short-term disability coverage.
403(b) Retirement Plan: Immediate participation available; 100% employer match up to 6% after 1 year of service.
Paid Time Off (PTO): Accrue up to 35 paid days off per year (with increased accrual rates after 1 year).
Sick Leave Rollover: Convert half of your unused accrued sick time into extra vacation days at year-end.
Sabbatical Program: Paid extended leave rewarded after 5 years of service.
Employee Assistance Program (EAP): Confidential 24/7 support for mental health, financial advice, and personal well-being.
Tuition Reimbursement: Up to $9,000 per year available for approved programs (subject to eligibility requirements).
Continuing Education: Opportunities for paid training and professional development, subject to manager approval and eligibility.
On-Demand Pay: Access earned wages before payday via our payroll provider, Paylocity (managed directly through Paylocity; terms apply).
Transit Pass: Free UTA pass provided for your daily work commute.
Monthly Incentives: Regular performance awards and team recognition.
Casual Work Environment: Relaxed, casual dress code and workplace culture.